Zoom Contact Center - Webhook trigger not firing in Workato for Bot transfers

Architect & Flows
1

Hi all,

The webhook trigger in our Workato recipe isn’t picking up the event when a bot transfers a customer to a live agent. It’s doing jack all. The connection is active and the OAuth scopes are all set in the Zoom App Marketplace, but the recipe just stays in “Waiting for events” status.

We’ve got an Architect flow where the bot handles the first few questions. When it hits the Transfer to Queue block, nothing happens in the iPaaS. Other triggers for call start work fine.

I tried to check the logs for the event subscription, but it’s just showing this:

{
 "event": "contact_center.bot.transfer",
 "status": "active",
 "last_event_id": "8231-abc-99"
}

The mapping in the connector is set to a List for the customer data, so it shouldn’t be stripping the payload. I also tried to manually trigger a POST to the Workato webhook URL using a tool, and that works. But the actual Zoom event won’t fire.

The flow is simple: Bot → Transfer to Queue → Agent. It’s not a complex routing. The OAuth app has the correct permissions for bot events.

2

Can’t help with Zoom since we’re on Genesys Cloud, but if this were a notification issue on our end, it’s usually a missing event subscription.

Quick win for anyone on GC: just ship it with a terraform block to ensure the notification channel is actually listening for the right event type. Regional latency can make these look like they aren’t firing when they’re just lagging.

resource "genesyscloud_notification_channel" "bot_transfer_channel" {
 name = "BotTransferChannel"
 topic = "ConversationUpdate"
}
1 Like
3

The earlier reply is spot on. It’s almost always the subscription.

Cause: Topic not bound to the channel.

Solution: Use a PUT to /api/v2/notifications/channels/{channelId}/subscriptions and push the specific topic. Saw a similar mess in a community post last year.

{
 "topic": "Conversation.Transfer"
}